Oversee the resolution of fraud and scam cases, ensuring timely investigations and clear communication with customers
Job Summary
Oversee the resolution of fraud and scam cases, ensuring timely investigations and clear communication with customers.
Supervise the processing and review of customer compensation appeals related to fraudulent transactions or scams, ensuring decisions align with bank policies.
Develop training materials and conduct regular training sessions to improve the team’s knowledge of fraud detection techniques, scam awareness, and compensation procedures.
Matching Summary
Oversee the resolution of fraud and scam cases, ensuring timely investigations and clear communication with customers.
Skills & Requirements
Must-have
Fraud and scam case resolution
Customer compensation appeals processing
Compliance with bank policies and regulations
Fraud detection techniques and scam awareness training
Key performance indicator tracking
Empathetic and effective customer communication
Nice-to-have
Develop training materials and conduct sessions
Provide continuous development opportunities
Collaborative and supportive team culture
Adapt to changing circumstances quickly
Key Requirements
Bachelor’s Degree
At least 10 years customer service experience
At least 2 years leadership/supervisory role
Strong understanding of retail banking, fraud, scams, and compensation
Familiarity with financial regulations and consumer protection laws